Nobody agrees what “done” means.
The scenario:
Engineer one closes a ticket when the fix is applied. Engineer two closes it when the client confirms. Engineer three closes it when the monitoring goes quiet.
Same desk, three definitions of done. The client experiences it as a lottery, and your reopen rate is the proof.
The reopen is the expensive version of the disagreement. The client chases, the ticket comes back with history attached, a second engineer re-learns the context, and the desk logs it all as new effort. Most desks run a reopen rate they have never measured, and it moves the moment a shared definition exists.
The prompt:
You are writing a definition-of-done standard for an MSP service desk.
Context: [ticket categories you handle, current reopen rate if known, how closure works today]
Build:
A done checklist per ticket category: fix applied, cause noted, client informed, client confirmed or timeout applied, documentation updated
The confirmation rule: when we wait for client sign-off and when a 48-hour silent close is fine
The closure note template, three lines: what was wrong, what we did, what to watch for
The weekly reopen review: ten minutes, whole desk, no blame, one fix per week
One page. Pin it inside the PSA.